The Setup tab: how your employee handles a call

Open AI Employees, pick an employee, and choose the Setup tab. It shows how your employee handles a call, in a few groups:

• On the phone: its greeting, voice, manner, and what it says before hanging up.
• What it does on a call: its duties, and what it asks callers for.
• People and hours: who it hands off to, when it puts callers through, your opening hours, and what it does after hours.
• What it knows and where it answers: how much knowledge it has, and its phone number.
• Rules: what it will never do, and its emergency rules.
• Look-ups in your own system: optional checks against your own software, covered in the look-ups article.

Press a line to edit it in place. Changes are used from the next call.

Change it in a sentence

On the side of the Setup tab, Change it in a sentence lets you say what you want in plain words, like "Don't ask for email." Press Suggest a change. Nerro shows the change it would make, and nothing is saved until you press Make this change. Press Not that to drop it.

If what you asked for lives somewhere else, like your hours or prices, it points you to that page instead.

Hear it for yourself

Press Talk to your employee to try it in your browser, the way a caller would.

Before it can start

If something is missing, a box at the top says what, with a button to fix it. For example: add a hand-off number, add knowledge, or confirm your opening hours.

Other things on this tab

• Read the full instructions shows the exact instructions your employee follows.
• Version history lists past changes and who made them.

Changing how your employee answers means it trains again before it starts work. Employees already at work keep answering. See Training.